Adam Menter

“once in a while, we do need a mapmaker who takes the time to survey the system, uncover hidden paths and powerful levers, and share what they learn with the team. Sometimes the mapmaker must endure solitude in search of discovery, but much of this work is social. Our systems are mostly people, which means our expertise is useless without empathy. And so we study users and interview stakeholders, just as Donella would advise. Before you disturb the system in any way, watch how it behaves. If it’s a piece of music or a whitewater rapid or a fluctuation in a commodity price, study its beat. If it’s a social system, watch it work. Learn its history. Ask people who’ve been around a long time to tell you what has happened.[17] As”
― Peter Morville, Intertwingled: Information Changes Everything